ISO 20000 Foundation + ISO 20000 Practitioner  APMG

ISO 20000 Foundation + ISO 20000 Practitioner APMG

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3 092,07 €


    Behaviour Group

    66 Avenida Visconde de Valmor

    1050-242 Lisboa


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    Acquire the fundamental knowledge about the content and the high-level requirements of the ISO/IEC 20000 with ISO 20000 Fd APMG Live online

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    This three-day, APMG ISO/IEC 20000 Foundation course, allows participants to acquire the fundamental knowledge about the content and high level requirements of the ISO/IEC 20000 standard, and understands at a foundation level how the standard operates in a typical service provider organization. Possession of the Foundation Certificate is also one of the pre-requisites for the Practitioner qualification.


    This training is based on both theory and practice:

    Presentation of the subjects, content and group discussions;

    Mock/Simulation exam as preparation for the completion of the certification exam

    To benefit from the practical exercises, the number of training participants is limited


    This course is aimed at those who are:

    Working within a service provider organization that requires a basic understanding of the standard.

    Working within an organization with an Service Management System (SMS), whether the organization is already certified or is considering certification to ISO/IEC 20000.

    Preparing for the APMG ISO/IEC 20000 Practitioner qualification


    There are no pre-requisites for this course.

    Objectivos Gerais

    At the end of the course the participant should understand:

    The scope and purpose of ISO/IEC 20000 and how it can be used

    The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used

    The key terms and definitions used

    The fundamental requirements for an SMS and the need for continual improvement

    The processes, their objectives and high level requirements

    Applicability and scope definition requirements

    The purpose of internal and external audits, their operation and the associated terminology

    The operation of the APMG certification scheme

    The relationship with best practices, ITIL®, and related standards, ISO 9001 and ISO/IEC 27001.


    Introduction, background and related schemes

    Scope, usage, terms, definitions

    Overall service management system (SMS)

    ISO/IEC 20000 service management processes

    Certification ,applicability and scope

    Achieving and maintaining ISO/IEC 20000-1 certification

    Mock exam and review

    Exam - APMG, ISO/IEC 20000 Foundation


    The ISO/IEC 20000 Foundation exam fulfills the requirements of the certification scheme of APMG, ISO/IEC 20000 Foundation, and the knowledge and skills necessary for the Foundation level are according to the following areas of ISO/IEC 20000 Foundation Syllabus:

    OV - Overview of ISO/IEC 20000 and related best practices, standards and schemes

    MS - Service management system general requirements

    DR - Service delivery and relationship processes

    CO - Design and transition of new or changed services, control and resolution processes

    AC - Achieving ISO/IEC 20000 certification

    The exam consists of 40 multiple-choice questions which cover all 5 areas of the ISO/IEC 20000 Foundation syllabus. Each question is worth 1 point.

    Styles of question: selection of the correct answer from a choice of 4 options

    Exam duration: 1 hour

    Pass mark: 65% (26/40)


    After successfully completing the exam, participants will be granted the qualification of APMG, ISO/IEC 20000 Foundation

    A certificate will be issued to participants who successfully passed the exam

    Informações Gerais

    Training in Portuguese or English language.

    Official course manual in English with over 200 pages of information.

    Official APMG, ISO/IEC 20000 Foundation Certification exam

    Behaviour® Participation Certificate.

    An BEHAVIOUR®, accredited APMG ATO, official certificate will be issued to participants.

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